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Client Support Overview
Because our products are so vital to our clients' operations, Sigma Micro is totally committed to availability and accessibility. When you go-live on SigmaCommerce there is a dedicated support representative on site so when you call in during the first few weeks, you will talk to someone who understands your business. Our support representatives are available 24/7 to answer any of your questions.
24 Hour Support
Standard support hours are 8:30am to 7:00pm EST.Sigma Micro also provides 24-hour, after-hours emergency support billed at an hourly rate.
We understand the full implication of being entrusted with the fate of our clients' businesses. That's why we require our support staff to continue researching and investigating any issue or problem until it is resolved.
Prompt, Prioritized Service
Our goal is to resolve support needs as efficiently and as quickly as possible.Priority and urgent calls receive immediate help. Depending on availability, other calls may receive immediate help; otherwise, there is a maximum 30-minute call-back time.
We follow a defined escalation process within a "support team" concept, which expands the resources available to address your problem as necessary. Our knowledge base comes from Level 1 and Level 2 service representatives, customer service managers, and product developers. Our help-desk technology rapidly allows all team members to contribute their individual expertise to any call for help.
Sigma Micro Support
Sigma Micro's support staff is on call, 24 hours a day, everyday.